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Van Oosten Advies B.V.

Last updated: 23 September 2026

Troubleshooting CustomerGate 365

Start at CustomerGate Setup: a status line that is not in order usually names the cause. The table below lists common symptoms and where to look.

Symptoms and where to look

SymptomWhere to look
Where do I startChoose Diagnostics on CustomerGate Setup, on the Role Center or through search. That screen puts the environment, the versions, the modules, the state of the job queue entries and of every web service, the counts per status and the connection test on one page, with a report to paste into a support e-mail. See Diagnostics.
The website gets [VOA-LicenceRequired] on every callCustomerGate Licence: the trial or grace period is over, or this company is not covered by the licence. Enter a key, or choose Use Licence in This Company. Business Central itself kept working.
The portal answers [VOA-NotInPlan]Your plan is Requests, which does not include the portal. Nothing is broken; the plan decides.
CustomerGate Licence says the key is for another environmentThe environment was renamed or copied. The web services keep working for thirty days; ask Van Oosten Software for a key for the name under This Environment.
No e-mails go outCustomerGate Setup: Mail Job Status (on hold?) and E-mail Account (is there a default account?). While Demo Mode is on, everything goes to the demo recipient, and without a demo recipient nothing leaves at all. A job queue entry with the status Error shows its message in Job Queue Entries.
No mail leaves and nothing is redDiagnostics, line Outgoing e-mail: the copy guard is blocking a sandbox copy. See After copying an environment below.
Nobody can sign in, although the website says a code was sentIs voaPortal published on the Web Services page? Are the lines under Permissions in order? Does Sent Email show the code? Is the portal user active?
Sign-in works for most customers, but not for oneIs that customer Privacy Blocked or blocked for All?
The website gets an error 403 on a callThe error names the missing object. Add that line to the tenant permission set by hand, and let us know so it can go into the app. Repair Permissions keeps lines that were added by hand.
Something worked yesterday and gives a 403 todayPermission Gaps: usually the tenant permission set was written by an older version of the app. Choose Repair Permissions afterwards.
Documents are not available, without the archiveIs Portal Documents from Reports on? Is the line Assignments in order? A report or layout of your own may read more tables than the permission set VOA CG DOCUMENTS covers.
Archive documents are missingIs their category on Archive Categories, with a kind? Is Document Archive Filter in place? Choose Repair Permissions after changing the categories.
Cleanup errors on CustomerGate SetupLast Cleanup Error shows the first one. Failed steps are retried the next night.
Requests past the retention period on the Role CenterIs the cleanup job set to Ready, and is Cleanup Disabled off?
A bulk action reports failuresThe summary names each request by number, with its reason. What did succeed is done and need not be redone.
Every request stays at Not ScreenedThe website account is missing execute on the screening. Choose Repair Permissions. The screening swallows its own errors on purpose, so that a request never fails on it.
Real requests are flagged as duplicatesDuplicate Window (Hours) is too wide, or one contractor really does ask per job site. Use Not a Duplicate on that request, or set the window to zero.
The rejection message does not reach the requesterThe reason needs Notify Requester, and only Reject on the card sends it. A bulk rejection never mails.
Create Customer does not copy the VAT numberIn a Belgian installation a domestic customer's number goes into Enterprise No., and its check digit did not match what the requester typed. The customer was still created; enter the correct number on the customer card.
The message that the VAT number already belongs to a customer never appearsThe number is stored in the other of the two fields, or with different punctuation. The lookup searches both fields and the digits-only form; anything else, such as spaces inside the digits, is not found.
The website shows an item that should not be thereThe Web tab on the item card, then Web Catalog Removals. See Web catalog.
The website shows an old picture, or no pictureThe item card in Business Central first: is the new picture there? Then the website's synchronization log: it only fetches pictures whose identifier changed, and a picture over the size limit or one Business Central cannot load is reported and skipped. That last one is broken in Business Central itself: remove it and add it again.
The synchronization fails with [VOA-CatalogNotComputed]The web catalog has never been computed in this company; the line Catalog Decision says so in red. Choose Recompute Web Catalog. The services refuse until then on purpose, and the website keeps the data it already had.
The catalog on the website is suddenly (almost) emptyCatalog Decision and the two counters on the Role Center. A rule or an item category that takes too much shows up in the view Excluded by a Rule or Category.
Webhooks are queued but never arriveCustomerGate Setup, group Webhooks: are Outgoing HTTP Requests allowed, and is the Webhook Delivery Job set to Ready? Then the subscription list: is the subscription enabled and does it have a secret?
A webhook subscription turned itself offDisabled After Failures on the subscription, with Last Error next to it. Repair the endpoint, choose Send Test Event and then Enable. Parked deliveries come back with Retry Now on the deliveries list.
The receiver refuses every deliveryNine times out of ten the signature is computed over a re-serialized body instead of the raw one, or without the timestamp in it. The web service reference has the test values that settle it without Business Central.
Nothing works at all after an environment copyDiagnostics: the copy guard banner, then This Is the Real Environment and Repair Permissions.

After copying an environment

CustomerGate records the environment in which its settings were adopted. If a company then starts up in a different environment, all outgoing mail is locked in a sandbox and the mail job and the cleanup job go on hold; in a production environment only the warning appears. In the real environment, choose This Is the Real Environment, then Repair Permissions, and check the lines under Permissions. A copy carries the Entra registrations and the web services of the source environment.

Exchange Online and SMTP

Exchange Online switches off SMTP basic authentication by default from the end of December 2026. An e-mail account on SMTP with a password then stops sending, sign-in codes included. Use another kind of e-mail account, and test a real sign-in after switching accounts.

Still stuck

Send an e-mail to info@van-oosten.nl, with the report from Diagnostics attached; it holds no personal data. The Support page lists what else to send along.

Related help

More about CustomerGate 365